What is good online customer service, and can we improve the multi-channel customer experience? What have the last twenty years of technology advances taught us about making the business case for customer channel-shift more successful?
In this podcast, you’ll hear three things customer service leaders must do to improve multi-channel customer service performance.
We'll navigate a case study customer journey from chatbot to website, through contact centre and e-mail, as two major organisations try to resolve a simple process problem.
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